Chapter 10: Organizational CommunicationLearning Objectives

• Discuss the different types of organizational communication.• What is information technology and what role does it play in effective communication and E-Commerce?• Identify and discuss the stages of the communication process• Discuss the major barriers to communication.• Identify the forms of communication.• What is media richness?• Discuss the role of communication feedback.• Identify the five typical response styles. • Discuss information systems.

Types of Communication• Vertical Communication

• Horizontal Communication

• Grapevine

Information Technology

• Data versus Information

Information Technology (cont’d)• Information Technology (IT)

– Technology used to store, process, and distribute useful information.

• The Internet– A global collection of computer networks linked

together to exchange data and information on the World Wide Web (WWW).

• Wireless Communication– Handheld devices allow people to get information

when and where they need it.

.

Information Technology (cont’d)Information Technology (cont’d)• E-CommerceE-Commerce

– The buying and selling of products and services The buying and selling of products and services over electronic systems, typically the Internet.over electronic systems, typically the Internet.

• M-CommerceM-Commerce– Buying and selling from wireless mobile devicesBuying and selling from wireless mobile devices

• Cloud ComputingCloud Computing– Data and software stored with third-party Data and software stored with third-party

providers that can accessed and run it from the providers that can accessed and run it from the Web.Web.

● E-CommerceBusiness-to-Business (B2B)Ford buys tires from Firestone. Wal-Mart buys merchandise from thousands of suppliers automatically through electronic data interchange (EDI) as inventories become low.

Business-to-Employee (B2E)Merck sales reps conduct business on the road, and some Cengage Learning employees telecommute (work from home). UPS drivers get electronic orders to pick up packages along their routes and send electronic information to businesses for tracking deliveries.

Business-to-Customer (B2C)Amazon.com sells a book and a computer to John Smith. Customers can go to the FedEx Web site to track their packages. Bank of America offers online banking. MasterCard allows you to go online to check your charge account transactions.

Peer-to-Peer (P2P)An Apple employee in the United States electronically contacts an Apple employee in China to find out why an iPod order is behind schedule. Sony PlayStation employees in Boston and California develop a new game together, sharing the same game file. A Springfield College professor fills out and sends a flexible benefit form online to the human resource department across campus.

Customer-to-Customer (C2C)John Smith buys a watch from Jean Jones and sells a car to Jones through eBay. Jones gets music, videos, software, and other files from Smith through BearShare and LimeWire.

B2EB2EBusiness/Database

Business/Database EmployeesEmployees

B2CB2CAmazon.comAmazon.com John SmithJohn Smith

P2PP2PEmployeeEmployee EmployeeEmployee

C2CC2CJohn SmithJohn Smith Jean JonesJean Jones

eBay (online auctions)eBay (online auctions)

BearShare, LimeWire (file sharing)BearShare, LimeWire (file sharing)

B2BB2BFordFord FirestoneFirestone

Decode this information

Are you able to decipher these buzzwords from corporate America?

(Match the statement with the meaning)

WHAT THEY SAY WHAT THEY MEANInvoluntary separations A. DeathsPopulation equivalents B. Greeting cards & giftsAdverse mortality experiences C. LayoffsHigh utilization of medical services D. Funeral home or Social expression products cemetery companiesMulti channel marketplace E. PeopleDeath care providers F. Lots of patients G. Cable TV

● The Communication Process

● Major Communication Barriers

Forms of Communication

Selecting the Message Transmission Channel and Media Richness

Communication Feedback

• Feedback

• Paraphrasing

• Feedback Problems:

● Five Typical Response Styles

Information Systems• Transaction Processing Systems (TPS)

– Used to handle routine and recurring business matters (e.g., accounting transactions).

• Management Information Systems (MIS) – Used to transform data into the information

employees need to do their work.– Focus on strategy implementation.

• Decision Support Systems (DSS)– Use managers’ insights in an interactive

computer-based process